Don't you hate it when you have a complaint and the customer service agent you are speaking to won't escalate it? Or when they do refer your complaint to a manager and no one follows back up with you?
Both of those questions pose an opportunity for the company to demonstrate its commitment to servicing the customer. As customer service representatives, we all know better. When you deal with grievances on a consistent basis you can get lost in the complaining and forget the wonderful opportunity they offer. This learning path is designed to help you either remember or learn how to properly manage a customer grievance when it needs to be escalated.
When escalating a customer grievance it is important you listen well, acknowledge what the customer is presenting to you, and then aptly refer the grievance to the proper department.
Escalating Customer Grievances
In order to improve the service you offer to your customers, you must first improve your ability to truly listen to what they have to say. Often times when a customer has a complaint they are really expressing several frustrations at once. As a customer service agent committed to managing their grievance, you should first make sure you properly listen to what their problems entail.
Knowing when to escalate a customer grievance is tricky, you have to make sure you have exhausted all options available to you before you pass it on to another associate.
Following up with the customer closes the loop. This is the final step in the grievance process where you can ensure sure you retain the customer's confidence in your organization and help rebuild their trust.
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